Help Centre

FAQ

Firstly, just a friendly remember that these are hand bottled and hand crafted items made out of small batch, organic ingredients, which involves a much more rigorous process than your average hair and skin care products!

Now to answer the questions; Orders are typically received 14 days after the order is placed. We aim to ship all orders within 2 business days of the order being placed. For example, if your order was placed on Monday, that order would likely ship on Thursday of the same week. If your order was placed on Thursday your order would likely ship the following week on Tuesday.

Tracking information will be emailed to you, via the carrier (FedEx or Canada Post), once they order is in transit. Do look out for (and do not delete!) an email from either of those Carriers in the week following your order being placed!

We are happy to accept returns within 30 days of the purchase date. Simply send us a quick email stating you would like to return your order, and send it back to the return address provided. While the buyer is responsible for the return shipping we will be happy to refund the original purchase price. If all items ordered are returned, we will also cover the cost of the initial shipping charge! Predictably, if other items in the order are kept we are not able to refund your original shipping charge. (Also, don't forget to include your order number!).

For better security, and to avoid mix ups, we are unable to accept payments over the phone. Please reach out to us via email (support@carinaorganics.com) if you require assistance when placing your order online. We are here to help!

Order confirmations are sent out immediately. Junk mail filters can sometimes accidentally label those emails as 'junk mail'. Should you not find a confirmation email in your inbox after placing your order, be sure to check the 'spam filter' folder in your email account.

Once an order is placed, it is immediately sent to our formulation department. Fun fact, did you know that your order online is made fresh? Every unit that leaves to you, is usually formulated within 48 hours of shipping. No sitting on store shelves!

Predictably, we are typically not able to make changes or substitutions to orders once they are sent to formulation, so be sure to make sure you have chosen the right items If you do notice a mistake in your order, or wish to make a change, do feel free to email (support@carinaorganics.com) or call (1.800.663.0479) us as soon as you can, we will do our utmost to assist. Please be sure to include your order number and full name in the correspondence. We also may be able to cancel or refund your order so you can place another with the correct items.

Changed your mind or made a mistake? that is A.OK! Please reach out to us through our contact page or give us a call and our customer service team will help you out. Please reach out as quickly as possible so we can cancel your order before the order has been processed for shipping. In the event your order has already shipped and we are not able to cancel the order, not to worry as we do offer a 30 day refund policy.

If there is an issue with the order you have received we kindly ask that you provide a clear photo of the packing slip (clearly displaying the order number and any initials marked) and all units received. One of our service team members will be happy to further assist in resolving this issue!

If an item is faulty, please provide a clear photo of the unit(s) received and a description of the issue.

We offer a 30-day refund policy on all items purchased directly from us. Please reach out through our contact page and we will be happy to assist. To exchange a product, we must refund the original one and you will need to place a new order for any new items.

Please refer to our Return Policy in our Terms and Conditioners. Please note any purchases made through a third-party retailer are exempt from our Return Policy and would be subject to the specific retailer's policies over which we have no control.

Absolutely! Our Extra-Gentle Shampoo was formulated specifically with colour treated hair in mind. Our Extra-Gentle Shampoos have a lower pH to help lock in colour and are available in 3 different scents, including Sweet Pea, Citrus, and Unscented. Certain hair dyes (Henna) may be lost over time with frequent shampooing. Our Shampoo/Body Wash products are also safe to use on colour treated hair.

We recommend using a conditioner after the shampooing process. While conditioner's are commonly known to make your hair soft, they provide further important benefits. Conditioner will restore much needed oils, restore hair cuticle, as well as prevent tangling and breakage.

All Carina products are free of gluten, soy, and corn, as well as all other common allergens. Our products do not contain any nut based ingredient (with the exception of Coconut). With that being said, we do source our ingredients from local farms where nuts may be produced and we are not a certified nut free company. If you have any concern regarding allergies, we do recommend a spot test be done to rule out any complications/reactions

No we do not offer free samples at this time in sample sizing. Rather than sending out free samples, we offer a 100% satisfaction guarantee on all our products. If you do not like the product in any way, you can simply let us know and send it back within 30 days of your order being placed. We will reimburse you for the full price of the product and even your initial shipping charge.

All Carina Organic's lines are vegan and animal friendly. We do like to point out that our Botanical Therapeutic skin care line does contain small amounts of organic locally sourced bees wax from a small, natural hiving farm on the lower mainland of British Columbia just a few hours from our facility for those looking to avoid bee's wax.

We believe in people testing, not animal testing, and all ingredient sourcing is done with this in mind. Our products have never (and will never!) be tested on animals. Our palm oil is sourced from Brasilian RSPO certified farms to promote the safe, ethically, sourced palm oil and Orangutan habitat.

The skin's ideal pH is about 5.5 to 6.0, so our products are pH balanced with that in mind.Our shampoo’s and body washes range between pH 5.5 & 6.5. Our baby shampoo ranges between 6.5 & 7.0 pH; which eliminates irritations and leads to a “no tears” bath time. Our conditioners are slightly different in pH, ranging between 4.5 and 5.5. This is by design; a lower pH helps to close the hair cuticle, making it smooth, shiny, tangle-free and more manageable.

They certainly do! All of our soaps use saponified coconut oil (the process of turning organic plant oils into real liquid soap). This allows the products to cleanse and produce a lather, while keeping the product entirely natural and free of harmful synthetic additives.

Our products are entirely natural and therefore do have a shelf life. We recommend product be used within 3 years of purchase, with exception of Botanical Therapeutic products, which have a shelf life of 4 years of purchase.

Our products will absolutely cleanse in hard water. Typically, we recommend you use a dime size amount of shampoo followed by a second application with a quarter sized amount of the same product. This will assist with lather and remove any build up.

Our products are completely free of gluten. With that being said, we do source a number of our raw ingredients from local farms and we cannot confirm that contamination has not occurred with gluten. For any allergies we always recommend a spot test be done prior to liberal application.

Like most other hair and skin care items on the market, Carina Organics products do not come with seals as part of our packaging process. Depending on the destination and the product's viscosity, we may add seals by hand to prevent leakage during shipping.

The intention of the 4 litre units on our site are to refill either previously purchased Carina products or refill your own dispenser with Carina product. We love this idea as it cuts down on waste, is better for the environment, and saves you money! If you need a retail sized bottle for your 4 litre or 1 litre refill unit, you may purchase a retail sized unit with your order or, of course, reuse a current bottle in your shower!

We are happy to accept returns within 30 days of the purchase date. Simply send us a quick email stating you would like to return your order, and send it back to the return address provided. While the buyer is responsible for the return shipping we will be happy to refund the original purchase price. If all items ordered are returned, we will also cover the cost of the initial shipping charge! Predictably, if other items in the order are kept we are not able to refund your original shipping charge but will still be happy to refund the product being returned as well as any applicable taxes. (Also, don't forget to include your order number!).

Please use the below address for your return and be sure to include your order number:

ATT: RETURNS

(ORDER AB1234)

Carina Organics

304 Kennard Avenue

North Vancouver, British Columbia

V7J 3J8 Canada

*Should we notice abuse of the return policy by a customer or account, we may not be able to provide a return on your product.

As you likely know, all products ordered directly from Carina online are typically formulated after being received to ensure you are getting the freshest products! We do try to get to orders as quickly as we receive them and in most cases fulfill orders within 4 business days. Fulfillment times may vary during peak periods such as after/during product launches, holidays, and special promotions.

We use various carriers depending on destination and, as a result, shipping times vary. Canadian orders typically arrive within 10 business days. Orders to the USA typically take between 7-15 business days, depending on customs.

Once your order has shipped you will receive an email with tracking information as well as a tracking link. Please note this email will come directly from the carrier, typically FedEx, CanPar, or Canada Post.

We assign tracking numbers to parcels right before they are shipped. As soon as your parcel is sent out, we will send you a tracking notification, via the carrier, with your tracking number for each order along with the associated tracking link. Please be sure to check your spam folder for the tracking information and note it will be from the carrier, for example FedEx or Canada Post.

If you have your tracking number but it is not immediately updating this is because the numbers are generated as soon as the order is placed. Please allow a few days for the tracking to update.

Please note in order to receive free shipping, the check-out cart total needs to reach $99.00. In the event you are using a discount code, the cart total will need to total $99.00 after the discount is applied. You likely guessed this as this but we like to mention it just to be safe!

Kindly reach out to us through our contact page and our service team will see if this can be done. Please notes that we cannot modify your shipping details once the order has been processed by our team. We are also unable to modify the route of a parcel once it has been shipped.

Once an order has left our facility, please note it can take 1-3 business days for shipping couriers to update further tracking details on their website. This is most notable with packages going to the United States when clearing customs.

If the tracking number does not work, or has not been updated within 3 business days, please reach out to us through our contact page and our service team will be happy to assist!

Please note, on occasions, 1-2ml may leak out of bulk sizes ( 1 litre and 4 litre units). Packages are typically airmailed to get to you as soon as possible and the pressure changes from air to ground may result in a stickyness around cap. Rest assured your unit has not been tampered with or otherwise. In the event you have experienced a significant loss of product please refer to the 'damaged package' section of our help centre. We will get you sorted!

If you see that your parcel is being returned back to Carina Organics, simply reach out to us via email at support@carinaorganics.com or through the contact page link at the bottom of this page and let us know! We can reship your order a second time at no cost to you, though please note we may require an alternate shipping address.

If your parcel is marked RTS and we have not heard from you, a team member will reach out to you 3 times via email and/or telephone. If we have not heard from you after the final attempt, we will begin the refund process, less the shipping costs.

At this time we only offer the standard shipping associated with the order. We ask that you please order approximately 2 to 3 weeks prior to requiring the products as products are formulated fresh after the has been processed. You would also be absolutely shocked at just how expensive a single bottle of shampoo is to ship (hint. it is significantly more than $7.99!).